This internal guide is designed as a quick-reference tool for intake reps — especially those in training — to help guide client conversations. It focuses on practical phrasing, real-time talking points, and tested scripts that have worked successfully. Every section below is intended to help you know exactly what to say in the moment.
Clients may not easily admit they need care — especially elderly individuals who are proud or hesitant. Don’t ask directly. Instead, ease into it with soft prompts:
How to start the conversation:
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"Do your children or grandchildren come by to help out?"
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"Do they come by to visit?”
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"Is there anyone who helps you with daily things like shopping, meals, or reminders for medications?"
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This guides them — in a low-pressure way — to share about help that they’re already receiving, which can be used for care.
Key line — this line says it all:
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"In order for you to qualify for this benefit, we need to show the VA that your current monthly gross income is being used for your care."
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This is your starting point.
Now explain the concept using this structure:
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"If someone is in a facility, like assisted living, it’s easy — they’re paying that facility for care, and we can show that."
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